Manager, Technical Support

📋 Description

• Mentor and coach technical analysts to be elite customer advocates.
• Foster high-accountability culture with ownership and autonomy.
• Lead weekly 1:1s and quarterly reviews for growth.
• Lead recruitment and onboarding for Tier 1-2 analysts.
• Own operational workstreams feeding into global initiatives.
• Drive process improvements to optimize support delivery.
• Build high-touch, enterprise client support culture.
• Oversee critical incident strategy, Jira reviews, and escalations.
• Optimize resource coverage to meet SLAs.

🎯 Requirements

• Proven track record in managing and developing technical talent.
• Experience leading project workstreams and cross-functional initiatives.
• Experience with Knowledge-Centered Service (KCS).
• Passion for AI, automation, and modern stacks.
• Data-driven, KPI-focused problem solving.
• Experience with enterprise clients and premium service.
• Degree in CIS/MIS/CS or equivalent.
• Familiarity with Web 2.0 in e-commerce.
• Knowledge of HTML, CSS, JavaScript, SQL, XML.
• Strong written and verbal communication.
• Comfortable navigating ambiguity and fast-paced work.

🎁 Benefits

• Remote work option within North America.
• Great Place to Work recognition across regions.
• Commitment to diversity and inclusion.
• Collaborative, inclusive culture.
• Opportunities for professional development and growth.